(edit title) Customer service at media markt Bad customer service! Options

[djmarko]

My hob( kitchen hob) broke down 2 weeks ago so i have been shopping around for a new one, finally saw one i liked at media markt in Nacka, Siemens and i did get a good deal it seems but that was the start of gross incompetence by Media Markt customer service

1- They were supposed to install it last Friday between 8-12 in the day, they turned up half an hour late
2- It happens the Hob did not have any plugs, why was this not mentioned before i paid for it, i could have easily walked into Clas ohlson and got new ones
3- I told the installation engineers that i could pop out and get one 5 minutes away, they refused and told me i need to call customer service and re-book an appointment, they further told me they were very busy and had a few jobs to complete, considering i had to wait almost 30 minutes after the schedued time
4- At this stage i was very livid and was about to lose my rag but i called Media markt who advised me to come back in with my receipt
5- When i got there, got told some Hobs come with plugs and some dont, i aksed why this was not pointed out to me, could have saved me time, find it a bit ridiculous though, i thought most electrical items should be sold with plugs, think TV, vacuum cleaners, stereos
6- They asked me to pay another 300 Kronas for the installation team to come back, was like what??? i had already paid this when i purchased the item originally
7- The sales rep wrote on another receipt what type of plug i needed to buy, walked to the Kassa to pay for the re-installation, they had to check all receipts, the lady asked me to come with her to customer service for a refund for a refrigerator, was like, i did not buy any refrigerator, it happens the sales rep gave me another customer refund notice, saved Media markt over 5000 krona!!
8- Yesterday they came as usual 20 minutes late, now the big one, the Siemens i ordered was the wrong spec they brought, i paid over 4,000 krona but the one they brought was worth over 9,000 krona because i punched the product number on Siemens homepage and saw the price
9- The size of the hob was too big for the hole already in place for my old hob, i ordered a standard 58CM but they brought one over 60CM
10- what i find hard to believe was the catalogue of errors, they sent me an expensive ''induction'' version of the Siemens hob, the engineer calls the shop and told them about the errors but once he dropped the phone, he told me they will call back at some stage, never received any phone call, he even asked me to keep the expensive product!!

There seem to be a massive failing in the customer service, i will go as far to say they are very incompetent!!! never will i purchase anything from media markt!!!

[PDX]

The only incompetence in this story is to shop in Nacka Ghetto and expect any other service than the cashier .

Oh, by the way, I see another 'surprise' down the road: do you know that some inductive stove tops do not have heating elements (i.e. they stay cold to the touch) so you have to have special cooking ware for those?

~~~PDX~~~

[djmarko]

what should be an easy installation has become a nighmare!!! well i tested my cooking ware on the induction and surprise it worked!!! i know some induction hobs requires speical cooking ware

[PDX]

Congratulations then! You got yourself a premium product for less than half the price on behalf on Media Markt. Time for a party!.

I still suspect it may have been the customer that was the nightmare .

~~~PDX~~~

[djmarko]

How could i possibly be a nighmare? go to a store, pay for an item and delivery/ installation charges, engineer come out, install the product, end of!! what seems a simple job ends up in a merry go round!

[007]

all induction stoves require cookware made of a metallic material. you're going to be so much happier with the induction anyway.

[John.Smith]

I still suspect it may have been the customer that was the nightmare .. ~~~PDX~~~

Huh? Didn't get that impression myself t.b.h. ?

[PDX]

Consider the poor overworked installation crew just trying to do their job in the ghetto, having to face the manic guy. He is still steaming a few days later . A little bit of understanding goes a long way...

~~~PDX~~~

[djmarko]

Huh? Didn't get that impression myself t.b.h. ?

me too, could have eaily lost my cool but kept a cool head, still waiting for the call from their customer service or maybe the induction hob is an early christmas gift for all my troubles!

[djmarko]

Consider the poor overworked installation crew just trying to do their job in the ghetto, having to face the manic guy. He is still steaming a few days later . A little bit o ... (show full quote)

Consider the poor overworked installation crew just trying to do their job in the ghetto, having to face the manic guy. He is still steaming a few days later . A little bit of understanding goes a long way...

~~~PDX~~~ ... (hide full quote)

Hmm, i live in Gotgatan, quite close to Skrapan, if this place a Ghetto, then where are the nice parts?? the installation engineers could have shown a bit of compassion by calling to tell them they are slightly running behind time, this goes a long way, i mean this is just common courtesy!!!

[erik68]

me too, could have eaily lost my cool but kept a cool head, still waiting for the call from their customer service or maybe the induction hob is an early christmas gift for all my troubles!

Just out of interest, is the induction hob a better option than a gas hob?

[djmarko]

To be quite honest am not an expert in this field but i do understand that induction hobs are quite expensive and people swear by it, i dont really want any gas fired hobs, due to health hazards

[John.Smith]

Consider the poor overworked installation crew just trying to do their job in the ghetto, having to face the manic guy. He is still steaming a few days later . A little bit o ... (show full quote)

Consider the poor overworked installation crew just trying to do their job in the ghetto, having to face the manic guy. He is still steaming a few days later . A little bit of understanding goes a long way...

~~~PDX~~~ ... (hide full quote)

I would also be steaming a few days later. I wonder how understanding Media Markt would be if the OP had left the delivery guys waiting outside his house for 30 mins or if it was he who had accidently ordered the wrong product etc...

Understanding is nice and all that but it needs to be a two way thing. I think after the initial failed installation and subsequent balls-up the OP is now stuck with a different product that does not fit into his kitchen, albeit a more expensive product but who wants to cook their dinner in the middle of the kitchen floor? My bank of 'understandingness' would be akin to the Greek economy if I were in his shoes.

[007]

you don't shop at a mega chain store for customer service, but for the price. if you want service, you choose a smaller retailer supplier known for its service. that's the gamble.

it's not rocket science.

if it's not something i can walk out with and install myself then i won't buy it at any of those mega chains.

[djmarko]

I would also be steaming a few days later. I wonder how understanding Media Markt would be if the OP had left the delivery guys waiting outside his house for 30 mins or if it ... (show full quote)

I would also be steaming a few days later. I wonder how understanding Media Markt would be if the OP had left the delivery guys waiting outside his house for 30 mins or if it was he who had accidently ordered the wrong product etc...

Understanding is nice and all that but it needs to be a two way thing. I think after the initial failed installation and subsequent balls-up the OP is now stuck with a different product that does not fit into his kitchen, albeit a more expensive product but who wants to cook their dinner in the middle of the kitchen floor? My bank of 'understandingness' would be akin to the Greek economy if I were in his shoes. ... (hide full quote)

exactly! so far i have acted within reason when i should be breaking down doors, just find the whole episode amusing, now do i wait for the customer service to call me? or do i get a carpenter in to add an extra millimetre so the hob can fit? i think i should get compensated, to be honest i dont even want to keep their ''expensive induction hob'' i just need the original one i paid for which is the right spec for my kitchen!